Futureshop: 27 questions isn’t a survey, its a penalty

Futureshop needs an intervention. Their idea of a post-purchase survey is to threaten their customers with 27 questions. I hold a world record in long distance cycling so I like to think I know a thing or two about endurance events.

This survey definitely qualifies as an endurance event.

The punchline is pretty good too.

Its been 12 days since my order and my item is lost in transit somewhere. They’ve charged my card and I don’t have any merchandise. The courier knows where it is, and Futureshop doesn’t. Their customer management system assumed that the merchandise had been delivered and automatically asked me about my order experience.

Their system would be a lot more effective if it sent out a “Thanks for your recent order, our records show that you have received your order, did everything go well and according to your satisfaction?” and only when they were sure that the transaction was complete and I have received my order they could send out a survey.

A much shorter and direct survey that is.

Here’s the survey in its entirety. If you plan on reading all the questions, pack a lunch…